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Special Report: New Omnichannel CX Challenges & Opportunities
May 28 by Brian CantorThe root of the problem is simple: few of today's contact centers possess omnichannel capabilities. Without an ability to enhance experiences throughout the journey, let alone connect touch points to...
Special Report: Contact Center Change Management
October 26 by CCW DigitalIt has been a busy year for contact centers, customer experience departments, and marketing teams with businesses doubling down on customer engagement investments, digital transformation, remote work,...
Special Report: Tackling Changes In Customer Behavior Using Cloud Based Contact Centers
October 06 by CCW DigitalThere is no denying the struggling customer experience and service landscape in modern commerce around the globe, especially as the world continues to evolve into a predominantly digital style of comm...
How To Create Customer Centricity In The Cloud
November 12 by Brian CantorRevealing opportunities to seize and pitfalls to avoid as you transform your contact center into a customer centricity center.
Amazon Connect: Simple to use, cloud-based contact center
February 28 by CCW Digital4 helpful resources to get you ahead of the contact center game
Salesforce's Keith Pearce: Make CX Your Differentiator In The Omnichannel World
May 12 by CCW Digital EditorIntroducing the CCW Digital Executive Interview Series.Everyone knows the importance of the customer experience. The leaders featured in the CCW Digital Executive Interview Series have...
Video: Making Service Your Brand Differentiator
June 24 by CCW DigitalWe've entered the service era, in which the most disruptive companies are leveraging superior service to make their marks. It is the engagement experience -- not price or product quality --...
2016 Executive Report on Contact Center Technology
April 27 by Customer Contact WeekFront-line employees may be the face of the business, but it is technology that enables them to present that face to customers. It is technology that helps them successfully engage.It is i...
Infographic: 5 Facts About Contact Centers in the Cloud
September 17 by Customer Contact WeekThe hype is immense. The adoption is rising. Is the technology delivering?Guided by Call Center IQ's recent Executive Report on Cloud Contact Center Technology, this infographic reveals five facts abo...
The Inner Circle Guide to Cloud-Based Contact Centre Solutions
June 23 by Customer Contact WeekAimed at decision-makers and influencers that need an objective view of Cloud solutions, "The Inner Circle Guide to Cloud-based Contact Center Solutions" is now available for download. The report i...
CCIQ Presents: Executive Report on Cloud Contact Center Technology
June 22 by Customer Contact WeekCall Center IQ is pleased to release its Executive Report on Cloud Contact Center Technology. For a limited time, it is available as a free download. The stakes of contact center technology are e...
Cloud as a Journey: The Reality of Cloud-Based Solutions in Contact Centres
May 26 by Customer Contact WeekThis White Paper is an objective view of the current use of cloud-based contact centres, as well as the experience, plans and attitudes of UK businesses to this method of providing service to custom...